Steyjmoms

utstanding customer service is a tapestry of individual actions that are important in the customer’s eyes. Most are relatively easy and simple to master. Combined together, they make the service you provide truly memorable.

How well you listen, understand, and respond to each customer, how you handle face-to-face contact, how you use the telephone, the words you put on paper, the way you anticipate a customer’s needs, and whether you thank them for doing business with you, all contribute to your customer’s evaluation of your efforts.

Properly combined and skillfully executed, these elements add up to outstanding service.

Total Duration:  Twenty-four hours  or three days

Program 201: The Fundamental Principles of World class Customer Service
Duration: 150 minutes
Delivering World Class Service means creating a positive, memorable experience for every customer. It means meeting expectations and satisfying needs—in such a way that you’re seen as easy to do business with. It means looking for opportunities to wow and delight your customer in unique and unexpected ways. The customer who experiences all that will be your customer again and again.
Learning Objectives

1. Identify the fundamental principles of world class customer service
2. Recognize the different levels of internal and external service
3. Understand why service must continuously improve to maintain customer satisfaction
4. Identify specific action steps to improve

Program 202: Creating Trust in an Insecure, Suspicious World
Duration: 75 minutes
Trust is the platinum standard of customer service. It is the glue that keeps customers coming back. The customer’s faith in your word and belief in your promises are what saves you in those difficult times when everything seems to be going wrong. If you have made promises in the past and things have
turned out well, the customer will trust you when things go from good to bad to worse.
Learning Objectives

1. Find out what makes us trust people
2. Design ways to gain customers’ trust.

Program 203: Do the Right Thing…Regardless
Duration: 90  minutes
Doing the right thingis about deciding what the best thing to do is in a given situation. It involves making judgments about how to use your company’s products and services on your customers’ behalf—sometimes in ways they may not have asked for, or even thought of. It is about deciding whether to comply with a customer request.
Learning Objectives

1. Understand the difference between doing the right things and doing the things right.
2. Assess decision making skills when faced with a difficult situation

Program 204: Building Customer Rapport
Duration: 150 minutes
The stronger your relationship with your customers, the greater your opportunity for additional business. However, your time in front of a client is extremely short. You don’t have much of an opportunity to make a winning impression. The first step to building trust is to develop rapport, which, simply defined, is a harmonious and sympathetic relationship.

Learning Objectives

1. Apply the powerful strategies for building lifetime customer rapport
2. Find common ground with clients

Program 205: Recognize the Voice of the Customer
Duration: 120 minutes
Listening is one of the most important and most underutilized business skills. Just as the ability to listen is critical to success in your personal relationships, so too is it critical to success in business. When you want to build lifetime relationships with clients, you must hear what clients are trying to convey.

Learning Objectives

1. Assess listening ability.
2. Understand what the customer really needs.
3. Identify the barriers to effective listening
4. Apply effective listening techniques

Program 206: Super serve your customers: Go the extra mile
Duration: 90 minutes
To help customers become more profitable and successful, you must “superserve” them. This means going above and beyond the normal call of service—going beyond what a customer would reasonably expect. In a customer’s world, you bring added value. Superserving means truly making customers’ jobs easier.

Learning Objectives

1. Identify ways bring greater value to customers
2. Share strategies of forming even stronger customer relationships
3. Highlight the importance of good manners in business

Program 207: Asking the Right Questions
Duration:  60 minutes
To exceed clients’ expectations, we need to completely understand their needs. To understand needs, we must ask the right questions. No matter where you work in an organization, you will better serve your clients and find greater fulfillment in your work by asking better questions.
Learning Objectives

1. Develop questions to ask your customers to better serve them and develop lifetime relationships
2. Learn the importance of precise communication
3. Show how to ask the right questions

Program 2008: Gain Valuable Client Feedback
Duration: 60 minutes
Whatever your role is in an organization, getting client feedback is as simple as asking your clients, “How are we doing?” or “How can we improve?” You can pick up the telephone right now and call, or you can see clients in person. It does not matter how you ask for feedback; the point is that you do it.
Learning Objectives

1. Understand why feedback is critical in developing lifetime positive customer relationships
2. Design a useful client survey
3. Practice feedback mechanisms
4. Plan how to use the client feedback you receive to improve customer service

Program 209: Winning Words
Duration: 60 minutes
Words are just as powerful to adults. We are capable of bruising or soothing our customers with words; it all depends on how we use them. The service professional who can use words well gains a distinct advantage in the service transaction.
Learning Objectives

1. Identify the meaning behind  “forbidden” words
2. Replace forbidden words with powerful and soothing words
3. Understand the customers communication styles

Program 210:  Mind your non-verbal communication skills
Duration: 90 minutes
The words we speak, hear, or read are only a small part of the way we communicate with one another. Experts suggest that in face-to-face situations, at least 70 percent of what is communicated is done without speaking a word. This is called nonverbal communication. What is nonverbal communication? It’s everything we don’t say—our body language, what we do, how we act and react, and what we show to others when we are with them.
Learning Objectives

1. Understand the nine basic dimensions of nonverbal communication.
2. Demonstrate skills in non-verbal communication

Program 211: Techniques for Telephone Talk
Duration: 90 minutes
Using the telephone requires you to be more aware of your voice than at any other time. Customers cannot hear your facial expressions or see your nonverbal clues—like shrugs or hand gestures. They do form a mental picture of you based on the tone and quality of your voice. Your mood—smiling and happy or tight-lipped and angry—often comes through. That is why, before you ever pick up a telephone, you should take a moment to be sure that you are mentally prepared to deal with the customer on the other end. A pleasant phone voice takes practice.

Learning Objectives

1. Assess your phone style
2. Practice phone communication strategies

Program 212: Exceptional Service is in the Details
Duration:  120
Asked about the difference between memorable and mundane buildings, Swiss architect Mies van der Rohe responded simply, “God is in the details, the details, the details.” What’s true of quality architecture is true of quality service: If you pay attention to the details, the right details, customers will know, and notice, and come back for more.
Learning Objectives

1. Understand the importance of managing customers moments of truth
2. Map out customers moments of truth
3. Plan strategies to make the most of customers moments of truths.

Program 213:  Good Service is Good Selling
Duration:  60 minutes
Sales and service are not separate functions. They are two sides of the same coin. Even if your title is customer service representative and a coworker is a sales associate, you both have the same ultimate goal: satisfying the customer.
Learning Objectives

1. Identify when selling is not a good service
2. Identify when selling is a good service

Program 214: Say Thank You
Duration: 60 minutes
Saying thank-you is as important today as when your parents  tried so hard to drum it into your head. In your job, you need to say thanks to your customers every day. You need to sincerely value the gift of business they bring you—even if it may not be as exciting as electric trains and Barbie dolls.

Learning Objectives

1. Identify occasions when to say thank you to customers.
2. Identify ways of saying thank you to customers.
3. Practice saying thank you’s

Get the Results You’re Looking For! Bring these powerful, high-impact seminar to your organization and show your employees that you’re serious about their professional growth and achieving critical organizational goals and objectives.